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Our Analysis of TruSmart Energy

TruSmart Energy Resources

TruSmart Energy, formerly DPI Energy, is an electricity provider operating in the deregulated Texas marketplace specializing in pre-paid electricity. DPI Energy caters to customers that have advanced smart-metering systems to offer pre-paid, or pay-as-you-go electricity service to consumers who may want to avoid paying deposits or signing a contract. Customers can then then monitor their usage and how much power they have left through their personal accounts.

Customer Reviews of TruSmart Energy

Reviews Overall

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Likely to Recommend

Most Recent TruSmart Energy Reviews

Prices were good, service reps are ok.But this new billing system has the ability to allow you to pick your own due date. cant go wrong with that
— Roy Rogers from Dallas

Finally a REAL time of day rate plan.

We're on their time of day rate plan with half price nights and weekends. The daytime rate is comparable to other plans and the off peak times are 50% off with no gimmicks. This is the kind of product I've been looking for since we got our smart meter. We have a pool and running the pump at night has definitely saved us money. We also have a plug in hybrid car and charging only at night and on the weekends has lowered our cost to drive the car which tracks at around 75 mpg. If you can move much of your use to the discounted period you can really reduce your electric cost.
— Mike McGinity from Houston

prepaid works for me!

I lost my job and was unable to pay my JustEnergy bill before the disconnection was going to happen. I knew I was paying way more than I should have been considering my landlord put a brand new AC unit, coils, appliances, everything. My summer bills were coming out to almost 400 dollars each month! That just made no sense because I worked days and turned the AC up to 80 before I left for work. No one was home when I was at work and when we were home the AC never went below 73. I have an average sized 2story house with 3 bedrooms and 2 bathrooms. I kept JustEnergy because they were a "green" energy company, and I could afford it at that time. Then I lost my job and decided to do prepaid until I got a new job and could afford to go back to my original electric provider. I am able to monitor my daily usage on my phone or computer and I was only using around 4 dollars a day in electricity! During the summer months! Now that it is cooler outside I'm spending less than 2.50 a day! I'm doing prepaid and I add $150 monthly and I still have 15 dollars unused each month. It works for me because I have AC that is a newer model. There is no way I will go back to my old provider... I even get free Sundays which is my laundry day. It gives me an excuse to do laundry once a week and I love that! I see lots of bad reviews on here but Ive been a customer for 5 months and I'm really happy with them. The only negative experience I've had with them is I was disconnected service when I had $9 left in my account. I was going to get paid that evening, so I was about to add more to my account that night. I called them really upset and because I still had a positive balance and they disconnected me for no reason. the rep told me that they disconnect after your account balance goes below $10. I was so angry because no one told me that bit of information. If I knew that, I would have added a few dollars to keep my balance over 10 dollars. After putting me in hold she told me they would reconnect me right away without me having to pay a reconnection few. I was very greatful to them and assured her, now that I knew that I had to stay above $10, I wouldn't let that happen again. They sent the connection order right away because within 30 minutes my power was back on. I really recommend them if you have an updated energy saving home like my landlord provided for me. I guess that might be the reason for some of these negative reviews. energy saving appliances and AC units will save you bundles in the long run!
— melissa from Houston

4-5 Star Reviews: 3 (6%)

prepaid works for me!

I lost my job and was unable to pay my JustEnergy bill before the disconnection was going to happen. I knew I was paying way more than I should have been considering my landlord put a brand new AC unit, coils, appliances, everything. My summer bills were coming out to almost 400 dollars each month! That just made no sense because I worked days and turned the AC up to 80 before I left for work. No one was home when I was at work and when we were home the AC never went below 73. I have an average sized 2story house with 3 bedrooms and 2 bathrooms. I kept JustEnergy because they were a "green" energy company, and I could afford it at that time. Then I lost my job and decided to do prepaid until I got a new job and could afford to go back to my original electric provider. I am able to monitor my daily usage on my phone or computer and I was only using around 4 dollars a day in electricity! During the summer months! Now that it is cooler outside I'm spending less than 2.50 a day! I'm doing prepaid and I add $150 monthly and I still have 15 dollars unused each month. It works for me because I have AC that is a newer model. There is no way I will go back to my old provider... I even get free Sundays which is my laundry day. It gives me an excuse to do laundry once a week and I love that! I see lots of bad reviews on here but Ive been a customer for 5 months and I'm really happy with them. The only negative experience I've had with them is I was disconnected service when I had $9 left in my account. I was going to get paid that evening, so I was about to add more to my account that night. I called them really upset and because I still had a positive balance and they disconnected me for no reason. the rep told me that they disconnect after your account balance goes below $10. I was so angry because no one told me that bit of information. If I knew that, I would have added a few dollars to keep my balance over 10 dollars. After putting me in hold she told me they would reconnect me right away without me having to pay a reconnection few. I was very greatful to them and assured her, now that I knew that I had to stay above $10, I wouldn't let that happen again. They sent the connection order right away because within 30 minutes my power was back on. I really recommend them if you have an updated energy saving home like my landlord provided for me. I guess that might be the reason for some of these negative reviews. energy saving appliances and AC units will save you bundles in the long run!

melissa from Texas

November 2nd, 2013

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Finally a REAL time of day rate plan.

We're on their time of day rate plan with half price nights and weekends. The daytime rate is comparable to other plans and the off peak times are 50% off with no gimmicks. This is the kind of product I've been looking for since we got our smart meter. We have a pool and running the pump at night has definitely saved us money. We also have a plug in hybrid car and charging only at night and on the weekends has lowered our cost to drive the car which tracks at around 75 mpg. If you can move much of your use to the discounted period you can really reduce your electric cost.

Mike McGinity from Texas

January 23rd, 2015

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Pick your own due date

Prices were good, service reps are ok.But this new billing system has the ability to allow you to pick your own due date. cant go wrong with that

Roy Rogers from Texas

September 23rd, 2015

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No 3-4 star reviews have been posted or approved yet

2-3 Star Reviews: 1 (2%)

A waste of time and money. They double your bill

I have had tem for the past yr in a contract and my bill went from 150 the most wih my previous provider to in the 300, 400, 500 and even 600. I called them numberous times complaining and they give me te measly excuse of me having a smart meter so I use tht much energy. I even ask what about he months no one was at my home how do they explain high bills during that time. Now my contract is expired and my bill is suddenly 150 wow I have used more energy this month than any other month I don't understand their logic. But I would not recommend anyone using them.

Phelia from Texas

June 1st, 2014

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1-2 Star Reviews: 33 (69%)

TruSmart/DPI not a smart choice; deceptive billing practices

TruSmart advertises a "fixed rate" plus free Sundays, but in reality you'll need those free Sunday credits to get anywhere close to that fixed rate. Their customer service department doesn't get it. Bills are difficult to understand, probably for a reason. I will switch as soon as my 3-month contract is up. I saw some negative reviews but figured I'd give them a shot based on a "great rate." Truth is, when it seems too good to be true, it probably is. I had a much better experience with Startex, and will likely go back to them next.

Andrew G. from Texas

June 6th, 2013

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Trusmart aka DPI , is NOT your friend

The company's "16mo Free-Sundays $0.088 per kWh" plan is truly a clever & misleading rip-off for most consumers. I recommend you stay avoid.

My actual average OVERCHARGED electric rate OF $0.931 is more than 5% greater than the $0.088 rate shown on the EFL (1000kWh+).

Their emailed excuses describe suprising billing terms & conditions that ARE NOT DISCLOSED on any documents provided by the company during or after sign-up.

After many excuses emailed by them, it was finally revealed that for the consumer to acheive the expected/quoted $0.088/kWh contract rate, the consumer is required to :

1 - "shift their usage to Sundays"2 - "use over 15.8% of their kWh's/mo. on Sundays"

If your daily electric usage is esentially uniform througout each day of a month, the troubling part of their plan is in the math, which demonstrates the 15.8% threshhold would RARELY, if ever be acheivable by a consumer :

To acheive 15.8%+ Sunday usage, the billing period needs to INCLUDE FIVE SUNDAYS and be 31 days or less.

!!! That is never possible in any 31 day or less billing period, UNLESS the billing period starts or ends on a weekend day.

Remember, THEY control the billing periods and their billing periods never start or end on a weekend day...........................In case you were unaware, Trusmart Energy is the result a business-merger or take-over from DPI, Inc. That name change from DPI to TRuSmart was the result of a settlement with the Texas PUC regulatory authorities who were seeking "administrative penalties" and to "revoke" the license of DPI ENERGY LLC due to "consumer protection" and other compliance violations. (search : Texas PUC DPI)

J Kester from Texas

August 5th, 2013

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Run away as fast as you can!!!

TruSmart Energy advertises pricing on the powertochoose website and their own website very deceptively. The advertised rate I signed up for was 9.5 cents/kwh - what I'm actually paying on my bill is 12.5 cents/kwh...they tack on so many undisclosed fees and delivery charges it's impossible to get your bill anywhere near their 'advertised' rate. It feels like a complete bait-and-switch scam! No other energy company I've had in the past 9 years has been this shady. Also when I switched retail service providers to them, they tried charging me a $54 new service connection fee then gave me the runaround when it was their fault they entered the wrong information to begin with!!! (should have been a provider switch with $0 fee) Still fighting with them on that one. The customer service rep just told me 'well, we put it in as if you just moved into a new home that was just set up with new electricity service', didn't offer to fix their error at all! Will be switching providers as soon as our contract is over. Stay far away from this company!!!

Brenda from Texas

September 3rd, 2013

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Overcharging - stay away from TruSmart

These guys are overcharging constantly. They also credit your payment late and then charge a late fee. Calling them does nothing. Only a PUC complaint seems to get their attention.

Joe Williams from Texas

October 24th, 2013

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rip off charges

do not even think about signing up with them,this is a rip off,i signed up with them on the 11/05/2013 with the offer that attracted me to them which is half price evening and half price weekend,their is nothing like that with this company, you have some people they place on the receiving eng of the telephone incompetent,half baked customer service representative,from the begining of the time they pick up the phone they are in a hurry to get you off,was with direct energy whereby we turned on the air like 24 hour straight,i had never been charged $4/day,i mean ever but since we switched to trusmart and i called to make a complaint about them,the guy was telling me it was the weather whereby i was charged $9-$10/day including the half price evening cost,i deliberately not turn on the heat until late last night and turned off all the lights in the house except for the refridgerator,television that were plugged in,i got charged a whooping cost of $16.39. if their is any other name to give this people,it is professional robbery

h omitade from Texas

November 27th, 2013

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please choose another company

All the do is lie. They mess up your account and expect you to pay for their mistake.

kelly from Texas

February 10th, 2014

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As soon as my plan expired they doubled my bill!!!

Putting some kind of weird charge on my bill called Reissued Inv Debit that more than double my bill this horrible unscrupulous scumbag company arbitrarily raised my rate, double my bill to $399 for a measely 1359 kwh used!!!!!!!!!!!!!!!!

S Turnage from Texas

March 7th, 2014

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Don't sign up!

They misrepresented themselves and then refused to let me out of my contract - promised to contact me back when they had "done some research" and never did. Don't go here!

Ross from Texas

April 1st, 2014

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Horrible billing, back billed for 6mo increasing bill by 50%

Originally they signed me up for the wrong plan, took 3-4 months for TruSmart energy billing to get it right with many calls to the billing department. Still not saving any money, probably cost me more money and certainly more time. Now they back billed me for the last 6mo for their error! I've used 5-6 energy providers, TruSmart is by far the worst. Will never use again.

Erin from Texas

April 22nd, 2014

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One month and i KNOW i made a big misktake

First months bill is nothing like I signed up for. rates are nothing like sales rep, Ian, told me when I signed up. They keep telling me that they will "pull" my phone conversation. But no one returns my call.

vonda from Texas

June 2nd, 2014

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Run the other way fast!!

I have had nothing but grief with this company. My bill has been higher than it has ever been. There is something really fishy about this company!!!

Mary G. from Texas

June 4th, 2014

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Nobody ever answers the phone!!!

Everytime I call the so called customer service number, I wait on hold forever!! One time I used the option to leave a number and they would call me back when an agent was available, well they never called back! I pay a lot of money for their so called low rates and they should at least answer the phone!! Horrible customer service!!! Don't use this company, they don't care about the people trapped in their contracts.

V from Texas

June 13th, 2014

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Don't Use Them

Like other people said. They offer the free day plans, but they include the free day in the rate, so they actually are charging you WAY MORE than what they say they will. I've spent hours on the phone with them, and every person and manager I talked to just went in circles and never helped. Filed with PUC. Done with my bogus contract this month finally. Stay away.

Eric from Texas

June 14th, 2014

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Not the best choice

I signed up for a one year plan with Trusmart energy. My main complaints were regarding the mandatory draft that I wasn't aware of. They will charge you $9-11 if you don't have direct draft. Another thing that I didn't like was the inconsistency of the due dates. I completed the year and Im looking for another company

Miriam from Texas

June 22nd, 2014

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the worst customer service all in all Samantha is a lousy supervisor

When a person calls up change a transfer because of life's unexpected turns... he/she should expect a diligent help just from a simple rep... but not with trusmart....from reps lik Jenny and Benny who shows they don't give a damn about the customer to the supervisor Samantha who has no problem in hanging up in you spousal face just because. .. been with this company for five years including the original dpi and have stayed loyal to them to only get screwed tithing pricing lies and no corporate office of any kind... this Marlene stw...is she real or just a fallacy. .. people avoid this company at all costs

Larry Lindsey from Texas

August 1st, 2014

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Something is WRONG!!!

This company has been the worst energy provider we have ever used. We were originally very excited to see that we would be receiving a $35 credit for using over 1,000/kwh and $75 when using over 1,900/kwh. However this was not the case. Our bills have never been higher even with the so called credit and even a lower rate. I really don't know what they are hiding in their contract but I would strongly urge to read thoroughly before signing up!!! Our most recent bill was $311 compared to our normal $200 at the same months in previous years. So tell me how that makes since that we are paying $311 with a $75 credit!!! Again, I would urge everyone to do better due diligence than I did before getting lured in by what looked to be a great deal.

Brandon A. from Texas

August 4th, 2014

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REP

Trusmart is truly dumb! Easily the worst electricity provider in Texas. Subscribe to them if you want to throw away your money, time, energy, effort and peace of mind

REP from Texas

August 11th, 2014

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ABSOLUTELY THE WORST. AVOID LIKE A PLAGUE

They gave me a decent rate in the first few months, then told me there was a mistake that they gave me too much discount and took it away. The rate I paid ended up above the average market rate, but I was too busy to deal with them. When my contracts ended, they jerked up my rate to a ridiculous degree. I did not find out for the first month BECAUSE THEY DID NOT SEND ME MY BILL AND SIMPLY CHARGED ME WITH MY AUTO-BILL. Not until the second month did I find out what outrageous rate they were charging me. This is simply low even for a utility company.

They seem to be changing name to DPI energy. Please avoid this company like plague.

Asher from Texas

August 22nd, 2014

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Check Each Bill Carefully

I originally signed a 12 month contract with TruSmart and was very pleased. When it was time for my contract to expire I went ahead and signed up for an additional 15 months. My rate is great and I get free Sundays. Month after month my bills were getting higher and higher. My bills were nearly double what they were the year before and I finally called (yes I waited too long, God forbid you trust your energy company). They had mistakenly been charging me month to month without free Sundays and "forgot about my contract". I was then told I would have a manager call me (within 24-48 business hours) and let me know what the credit would be for the last 7 months. Over a week later and a few calls to them, someone finally called and gave me a credit amount that was comical. The amount they mentioned to me was nearly equal to the free Sundays alone the year before, not charging me rates 2 and 3 times what my contract was for. Now I am currently waiting, again, for the manager to call me back.

After this 15 month period (if I make it that long without cancelling), I will be moving companies to a company that is more organized and does not forget that you signed a 15 month contract.

Morgan W from Texas

September 30th, 2014

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SCAM

These guys are a rinkiy dink operation. Their billing was random at best. Slow to post my payments and when I switched providers to Reliant, they never contacted me. I assumed we were square. Then several months later I receive notice I have been turned over to collections for a $56 outstanding balance. No communication whatsoever in those months. Avoid them like Ebola folks.

William from Texas

October 19th, 2014

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How many bills would you like this month?

Ever thought to yourself "wow I'd really like to get more than electric bill this month?" Well with Trusmart Energy your dreams can become a reality........that is until you don't get a bill. Don't worry though because on some random date they will catch your billing up and have all sorts of conflicting information on each bill. On one particular occasion the great people at Trusmart turned my electricity off two days after I paid my bill. According to the bill I had paid two weeks before the due date. When I called Trusmart they informed me that I had paid the previous months bill (keep in mind the bill due date that said I was on time) and that I had another bill that must still be in the mail. Long story short. I canceled my service as soon as my contract ended. I played their billing game and tried to keep up but this has been the single worst billing experience of my life. Stay as far away from this company as possible.

Jonathan from Texas

February 5th, 2015

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too many more months left

What can you say when they tack on a non-auto pay charge onto your bill with out informing you. ???What can you say when they change their accounting software and you have to re-sign up and then their software doesn't allow you to go back in,????What can you say when you call to complain that the mailed statement doesn't match the online statement.What can you say when you call them - they tell you that you owe $35.38 and it will be auto-paid on your next cycle???What can you say when the customer service agent tells you to go back to the previous bill and look at it online only to have to tell him that it won't let you go back and retrieve any previous months and you go back to Sept 1 2014 in the search criteria???

What can you say when after the bill cycle they find out they made a mistake and tacked on $107.24 to your billl???What can you say when you call and are told to press 1 if you want to keep your place in line and they will call you back. And what do you say when you call back 4 hours later and ask why you were never called and tell them to remove you from the list....???.What can you say when you ask what the cancellation fee is and are told $250 regardless if they are a company who gives extremely poor service??? And What can you say when you tell the customer service agent to please transfer you to his manager - and he says okay and then immediately hangs up on you????????? You say enough is enough get me out of this contract with NO PENALTIES.

Larry Handschuh from Texas

February 10th, 2015

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Ugh, everything the reviews say is true

I wish I read these reviews before signing a contract. This is the worst electric company I've ever worked with. The decent price is not worth it. First of all, I set up service on my new place over a month in advance of moving in. The day before I moved in, I found out that service had never been turned on. After calling their customer service, I found out that I set up service too far in advance. Seriously?! Then, they made me call Oncor to pull an emergency cry for help to get them to push through the switch on since it was a Friday and I had movers coming the next day.

It gets worse. They have changed invoicing companies and migrated to a new system. However, they have failed to communicate this to their customers. I realized I hadn't gotten a bill for the month of December, so I called them up to see what was up. They told me they switched to a new system, but I could get an extension since my bill will be larger than usual. I called them once I received my bill because the numbers aren't adding up. I got the worst customer service and was also informed that I'm being charged an autopay fee for not having autopay set up. This is new news to me! It was never communicated to me that I would be charged for this and I don't recall seeing it on past bills. I don't see how they can change the terms of my contract in the middle of it just to charge a on time, paying customer silly fees without communicating these.

Grrrrr. I cannot wait until June when my contract is up and I can switch to someone more reliable and honest!

Alissa from Texas

February 12th, 2015

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Very poor in people skills

TruSmart did not send anything electronically or otherwise letting me know the transfer had been scheduled. Then I got billed for one day for $.79 of electricity plus the Oncor Charges and a minimum usage fee by TruSmart. The following day I got billed for a month. TruSmart generates bills on occasionally a two week period, sometime a month. It is difficult to stay on top of the billing because you get locked out of their website. And of something else to consider is that the auto payment is based on the bill they generate, not your current balance. I have never experienced such outright disregard for the customer.

Nancy Whetlow from Texas

February 27th, 2015

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Worst billing system EVER!

The automated payment system over the phone will not recognize your account information, the online payment system on their website never works and when you call customer service to make a payment you are on hold for an hour...Absolutely Terrible!!!

Oh and when you send a check they hold it for almost a month before they cash it, which is why I started paying with my debit card. I would never recommend this company to anyone.

Adam Mann from Texas

March 9th, 2015

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Worst Compay ever

Can not get a bill right,, have to call them every month about a mistake,,, I am going to cancel and pay the fees just to get away from them..

Bob from Texas

March 10th, 2015

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Do not do business with TruSmart

I've had AutoPay set up with TruSmart since I signed up. It worked for a year and then suddenly stopped working. I can't access my account online and I can't re-register as the customer service voicemail tells me to do because there is a bug in the registration that WILL NOT ALLOW me to register. When I try to pay by phone, it says my account is actually OVERPAID and I can't make a payment, yet I keep getting notices that my account is past due and my electricity will be turned off soon. I can't talk to a human because the phone service send me to a recorded voicemail which directs me to CALL THE SAME NUMBER I JUST CALLED if I want to speak to a customer service representative. This company is a BUNCH OF IDIOTS.

Heather from Texas

April 27th, 2015

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TERRIBLE

The entire experience I have had with TruSmart Energy has been terrible. From account access online to the more than terrible customer service. DO NOT use this company for your electricity needs. Find another company. As you can see, there are tons of negative reviews and it is for a reason. This company is unhelpful, inconsistent, inaccessible, and does not provide any amount of customer service.

Callie from Texas

June 10th, 2015

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Worst billing and customer service

We signed up for a year, bills came sporadically and had random charges on them. When we moved (into a condo that included electricity) we cancelled our contract and were told we wouldn't pay a cancellation fee. Got a bill on it with a $250 cancellation fee! Then called them again, Jose told us it was taken care of, we wouldn't be charged the $250 fee....six days later, guess what was taken out of our bank account- you guessed it! The bill with the $250 fee! Called to get it refunded and was told it would take 6 weeks to get our money back. Ridiculous!

Kristin from Texas

June 25th, 2015

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Nightmares are made of trusmart energy

I had this company for 3 years. I intended on keeping them despite the overpriced and overrated bs until my contract came near its end.... I received two phone calls EVERY SINGLE DAY for about three weeks despite getting reminder emails AND the reminder letter AND THE RENEWAL CONTRACT! This is harassment at it's finest hour! No one deserves this when they're paying for a service, effff that!

Mel S. from Texas

June 27th, 2015

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Sent for collection after paying all bills automatically and ontime!!!!

Don't trust this company's computer billing system. I paid all bills automatically by CC and they came back four months after I terminated service and tried to collect a bill that was already paid. After talking to their customer service, they STILL sent it for collection. Talk about shoddy data management...and I am NOT alone.

Darren from Texas

July 6th, 2015

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This Company Sucks and Is a Rip Off

This company will rob you blind with fees and fines. I can't see how I made weekly payments of at least 50.00 a week and still be threatened to disconnect. I hate hate hate this company. I wish someone would burn the whole damn place down.

Dion from Texas

September 21st, 2015

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Manager Of Ross Auto in Dallas

If someone want to have hard time, loosing money, receive bad service, TALK TO VERY AND VERY BAD CUSTOMER SERVICE can dial this company number for service

Ross Auto from Texas

November 10th, 2016

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TruSmart Energy FAQs

Where can I order TruSmart Energy electricity?

TruSmart Energy does not have any electricity plans

Where can I order TruSmart Energy natural gas?

TruSmart Energy does not have any natural gas plans

What do customers think about TruSmart Energy?

That depends on who you ask.
There will always be someone who feels wronged by a company, no matter how good they actually are.
The average TruSmart Energy customer review is 0 / 5 stars.
Keep in mind, consumers will go out of their way to complain far more often than they will to give praise.

Why is my electricity rate higher than when I signed up?

The rate you see when you sign up is the average rate at that exact amount of usage in one billing cycle.
Some companies try to game the system by applying bill credits between certain usage thresholds.
It works great if you are within the margins, but as soon as you leave that band you no longer get that bill credit and your rate per kWh can double.
The PUC only requires that companies disclose their average rates at 500, 1000, and 2000 kWhs.
Companies can get around this by giving you a $50 bill credit if you use between 1000 and 2000 kWhs per billing cycle.
The only way to really know what you're getting into is to read your EFL.
A 10¢ rate at all usage amounts may end up being cheaper than that 8¢ rate at 1,000 kWh!